FAQ
STORES
Q: What are the store hours?
A: To find out the store hours, access here.
A: To find out the store hours, access here.
DELIVERIES, INSTALLATION, AND PICK-UPS
Q: How much is the delivery fee?
A: We offer delivery accessibility throughout the island. Our fee is 6% of the total amount of your purchase.
Q: How long does a delivery take?
A: The delivery time is 3 to 7 business days after contacting you to coordinate the delivery date. Here are some exceptions:
30 days or more for merchandise that comes in a wagon
45 to 90 days or more for special orders from Ashley.
Q: What is the call schedule to coordinate my delivery?
A: Currently, our remote Service staff is calling from Monday to Saturday from 9:00 am to 6:00 pm to coordinate new delivery dates. Please stay tuned to your phone for our communication.
Q: Can I pick up my products?
A: Yes, you can pick up your products at our warehouse in Cidra during the following hours:
Monday to Friday from 8:00 am - 3:30 pm
Saturday - 8:00 am - 3:00 pm
After completing the online order, our staff will contact you to coordinate the pickup appointment. It's essential to note that this is an additional option in our online purchases, so please write in a comment that you want to pick up the merchandise so that our staff can refund the delivery charge.
Q: I've placed my order online, how can I coordinate the delivery?
A: After completing your purchase, our staff will call you to coordinate the delivery date. This may take 2 to 3 days, but sometimes it may take a bit longer.
Q: What is the procedure for furniture and appliance installation?
A: The installation process for our products is as follows:
Step 1: Staff arrives at the customer's home.
Step 2: Staff checks that the area is available or empty to place the new merchandise. If the space is not available, the installation cannot be completed, and only the product will be delivered.
Step 3: Staff takes away the boxes of the delivered merchandise. It is not authorized to leave the boxes at the customer's home or at the customer's request.
Q: Do appliances include installation?
A: If you purchase the sleeves for the washer or the cord for electric stoves and/or dryers, our staff will complete the installation process. Otherwise, if the sleeves or cords are pre-existing, our staff will only leave the appliance in the empty space.
Regarding refrigerators, our staff connects it but does not connect the water line for the IceMaker. It's important to note that if you buy your refrigerator and request the installation of an IceMaker, this process will be done in our warehouse, and then the delivery will be completed.
Q: Can the driver take the previous appliance?
A: No, our staff is not authorized to take the customer's previous appliances.
Q: Do you take care of empty boxes?
A: When our drivers arrive at your home and complete the delivery, they immediately take away the empty boxes of the delivered product. Leaving the boxes at the customer's home is not authorized.
If, by mistake, one of our drivers leaves the boxes, you can contact our Customer Service via the Online Store LiveChat or at 787-653-9393 to request a Box Pickup Service.
Q: What is the delivery driver's schedule?
A: The delivery schedule is from 7:00 am onwards until the drivers finish their routes, sometimes until 8:00 pm, depending on the season.
Q: Can I return my delivered merchandise?
A: Once you receive your merchandise in good condition, it will incur a depreciation charge of 20% to 50%, except for Mattresses, which do not apply for a return. Learn more about Terms and Conditions here.
A: We offer delivery accessibility throughout the island. Our fee is 6% of the total amount of your purchase.
Q: How long does a delivery take?
A: The delivery time is 3 to 7 business days after contacting you to coordinate the delivery date. Here are some exceptions:
30 days or more for merchandise that comes in a wagon
45 to 90 days or more for special orders from Ashley.
Q: What is the call schedule to coordinate my delivery?
A: Currently, our remote Service staff is calling from Monday to Saturday from 9:00 am to 6:00 pm to coordinate new delivery dates. Please stay tuned to your phone for our communication.
Q: Can I pick up my products?
A: Yes, you can pick up your products at our warehouse in Cidra during the following hours:
Monday to Friday from 8:00 am - 3:30 pm
Saturday - 8:00 am - 3:00 pm
After completing the online order, our staff will contact you to coordinate the pickup appointment. It's essential to note that this is an additional option in our online purchases, so please write in a comment that you want to pick up the merchandise so that our staff can refund the delivery charge.
Q: I've placed my order online, how can I coordinate the delivery?
A: After completing your purchase, our staff will call you to coordinate the delivery date. This may take 2 to 3 days, but sometimes it may take a bit longer.
Q: What is the procedure for furniture and appliance installation?
A: The installation process for our products is as follows:
Step 1: Staff arrives at the customer's home.
Step 2: Staff checks that the area is available or empty to place the new merchandise. If the space is not available, the installation cannot be completed, and only the product will be delivered.
Step 3: Staff takes away the boxes of the delivered merchandise. It is not authorized to leave the boxes at the customer's home or at the customer's request.
Q: Do appliances include installation?
A: If you purchase the sleeves for the washer or the cord for electric stoves and/or dryers, our staff will complete the installation process. Otherwise, if the sleeves or cords are pre-existing, our staff will only leave the appliance in the empty space.
Regarding refrigerators, our staff connects it but does not connect the water line for the IceMaker. It's important to note that if you buy your refrigerator and request the installation of an IceMaker, this process will be done in our warehouse, and then the delivery will be completed.
Q: Can the driver take the previous appliance?
A: No, our staff is not authorized to take the customer's previous appliances.
Q: Do you take care of empty boxes?
A: When our drivers arrive at your home and complete the delivery, they immediately take away the empty boxes of the delivered product. Leaving the boxes at the customer's home is not authorized.
If, by mistake, one of our drivers leaves the boxes, you can contact our Customer Service via the Online Store LiveChat or at 787-653-9393 to request a Box Pickup Service.
Q: What is the delivery driver's schedule?
A: The delivery schedule is from 7:00 am onwards until the drivers finish their routes, sometimes until 8:00 pm, depending on the season.
Q: Can I return my delivered merchandise?
A: Once you receive your merchandise in good condition, it will incur a depreciation charge of 20% to 50%, except for Mattresses, which do not apply for a return. Learn more about Terms and Conditions here.
WARRANTIES
Q: What does the mattress warranty include?
A: The mattress warranty includes sinking and any "spring" issues. We recommend using a protector to avoid stains and not compromise the warranty.
Q: What does the service contract include for appliances?
A: The extended warranty covers any defects that affect the normal operation of the equipment. It does not apply to household parts.
Q: Is there another way to manage my warranty or file a claim without making a call?
A: You can communicate through our LiveChat on our page by looking for the King emoji.
Q: Can I add an Extended Service Contract to my Purchases?
A: Appliances & Electronics: Regarding warranties on appliances, the first year is directly with the manufacturer (Midea appliances are handled by our Service Department). If you want an extended service contract, you have up to a maximum of 120 days from the purchase date to add it. It's important to note that the cost varies by year and equipment price.
Furniture: We currently offer the Furniture Protection Service "ProtecAll," which must be purchased at the time of purchase. This is not a cleaning contract; it is for accidents that occurred on the furniture during the 5-year term. Click here to learn more details. If you don't use it, you don't lose it!
Note: For both the Appliance and Electronics Service Contract and the "ProtecAll" for Furniture, please visit our nearest store to complete your purchase.
Q: How long does the call take to coordinate the delivery?
A: After completing your online purchase, our staff will call you to coordinate the delivery date within 1 to 3 business days. If your purchase was made in stores, the delivery date is coordinated at the time of billing.
Q: What are the phone numbers for the Service Departments according to the brand I purchase? For example: Samsung, Whirlpool, etc.
A: Whirlpool: Please contact the Whirlpool Warranty at 787-999-7400 if the appliance has been purchased for more than 7 days.
Samsung: Please contact Samsung Service at 1-800-682-3180.
Q: Are drivers taking safety measures?
A: Our drivers take relevant safety measures to protect everyone.
A: The mattress warranty includes sinking and any "spring" issues. We recommend using a protector to avoid stains and not compromise the warranty.
Q: What does the service contract include for appliances?
A: The extended warranty covers any defects that affect the normal operation of the equipment. It does not apply to household parts.
Q: Is there another way to manage my warranty or file a claim without making a call?
A: You can communicate through our LiveChat on our page by looking for the King emoji.
Q: Can I add an Extended Service Contract to my Purchases?
A: Appliances & Electronics: Regarding warranties on appliances, the first year is directly with the manufacturer (Midea appliances are handled by our Service Department). If you want an extended service contract, you have up to a maximum of 120 days from the purchase date to add it. It's important to note that the cost varies by year and equipment price.
Furniture: We currently offer the Furniture Protection Service "ProtecAll," which must be purchased at the time of purchase. This is not a cleaning contract; it is for accidents that occurred on the furniture during the 5-year term. Click here to learn more details. If you don't use it, you don't lose it!
Note: For both the Appliance and Electronics Service Contract and the "ProtecAll" for Furniture, please visit our nearest store to complete your purchase.
Q: How long does the call take to coordinate the delivery?
A: After completing your online purchase, our staff will call you to coordinate the delivery date within 1 to 3 business days. If your purchase was made in stores, the delivery date is coordinated at the time of billing.
Q: What are the phone numbers for the Service Departments according to the brand I purchase? For example: Samsung, Whirlpool, etc.
A: Whirlpool: Please contact the Whirlpool Warranty at 787-999-7400 if the appliance has been purchased for more than 7 days.
Samsung: Please contact Samsung Service at 1-800-682-3180.
Q: Are drivers taking safety measures?
A: Our drivers take relevant safety measures to protect everyone.
PAYMENTS & FINANCING
Q: How can I pay my account?
A: We are currently experiencing a high volume of calls; therefore, we recommend calling our Interactive System at 787-520-7273 toll-free. For more available options, click here.
Q: Can I pay my Berríos In-House Financing online?
A: Yes, we have the incredible option to pay it online for your convenience. Learn more details by clicking here.
Q: Can I pay my "Synchrony Financial" Financing online?
A: Yes, access mysynchrony.com to complete your payment for the "Synchrony" Financing Card.
Q: What is the interest rate for financing?
A: The interest rate is adjusted according to your credit score.
Q: How does the Berríos credit card work?
A: It is an available credit line with a maximum approved only for purchasing at Berríos.
Q: How does Express Lease work?
A: It is an alternative to acquiring your furniture under a leasing program with weekly, bi-weekly, and monthly payment options.
Q: I filled out the online application, but I didn't receive a response. Do you send emails or call?
A: All online applications are answered by email or text message.
Step by Step | Credit Application on the Online Store
Step #1: The customer applies for credit at berrios.pr/CreditApplication with all the required information and data.
Step #2: After the application is successfully completed, the customer receives an email with their application number.
Applications submitted between 9:00 am and 6:00 pm are attended to and reviewed on the same day, based on the order of submission. Applications submitted after 6:00 pm are attended to and reviewed on the next business day after 9:00 am, in the order they were received.
Additional Notes:
- Our Credit Department staff always communicates with the customer by phone to validate identity and additional details.
- The financing offer applicable to the customer is confirmed after the credit check. Before that, it is not possible to determine the offer that can be applied to their purchase.
- If the customer does not wish to undergo a credit check, they have the option of Express Lease. Please visit expressleasepr.com for more details on this program.
Q: What is the down payment required if I am eligible for financing?
A: In all our financing programs, a 15% down payment or another type of payment is required.
Additional Information about Synchrony Financing:
Q: Can the down payment be charged to the Synchrony card?
A: No.
Q: Is there a minimum purchase requirement calculated before or after the down payment?
A: Before the down payment.
Q: Where can I check my balance?
A: Here are the various ways you can check your current balance:
Synchrony Financing: To know your balance and additional information about Synchrony Financial Financing, you can access here.
Berríos In-House Financing: To know your approximate balance as of today for Berríos In-House Financing, you can access here and with your contract number and last four digits of Social Security, you can view this information.
Click here to see the step-by-step process with images.
You can also contact our Collections Department at 787-653-3939 for additional personalized assistance.
Q: I overpaid, will I get a refund?
A: Yes, the money is refunded through the Accounting Department.
Q: Are there alternatives for deducting the promissory note from the bank?
A: Yes, you must submit a form authorizing debits to the savings or checking account.
Q: They don't answer the phone, and ePay doesn't work; will it affect my credit?
A: No, as long as you, as a customer, pay within the required days in the contract.
Q: How can I pay my account?
A: We recommend using the variety of payment methods we have for your convenience. Click here to learn more details.
Q: Can you check the status of my Credit Application?
A: To check the status of your credit application, we invite you to visit our nearest store for additional assistance. Also, have a photo ID, proof of income, and a water or electricity bill on hand. Access here to find our Stores.
A: We are currently experiencing a high volume of calls; therefore, we recommend calling our Interactive System at 787-520-7273 toll-free. For more available options, click here.
Q: Can I pay my Berríos In-House Financing online?
A: Yes, we have the incredible option to pay it online for your convenience. Learn more details by clicking here.
Q: Can I pay my "Synchrony Financial" Financing online?
A: Yes, access mysynchrony.com to complete your payment for the "Synchrony" Financing Card.
Q: What is the interest rate for financing?
A: The interest rate is adjusted according to your credit score.
Q: How does the Berríos credit card work?
A: It is an available credit line with a maximum approved only for purchasing at Berríos.
Q: How does Express Lease work?
A: It is an alternative to acquiring your furniture under a leasing program with weekly, bi-weekly, and monthly payment options.
Q: I filled out the online application, but I didn't receive a response. Do you send emails or call?
A: All online applications are answered by email or text message.
Step by Step | Credit Application on the Online Store
Step #1: The customer applies for credit at berrios.pr/CreditApplication with all the required information and data.
Step #2: After the application is successfully completed, the customer receives an email with their application number.
Applications submitted between 9:00 am and 6:00 pm are attended to and reviewed on the same day, based on the order of submission. Applications submitted after 6:00 pm are attended to and reviewed on the next business day after 9:00 am, in the order they were received.
Additional Notes:
- Our Credit Department staff always communicates with the customer by phone to validate identity and additional details.
- The financing offer applicable to the customer is confirmed after the credit check. Before that, it is not possible to determine the offer that can be applied to their purchase.
- If the customer does not wish to undergo a credit check, they have the option of Express Lease. Please visit expressleasepr.com for more details on this program.
Q: What is the down payment required if I am eligible for financing?
A: In all our financing programs, a 15% down payment or another type of payment is required.
Additional Information about Synchrony Financing:
Q: Can the down payment be charged to the Synchrony card?
A: No.
Q: Is there a minimum purchase requirement calculated before or after the down payment?
A: Before the down payment.
Q: Where can I check my balance?
A: Here are the various ways you can check your current balance:
Synchrony Financing: To know your balance and additional information about Synchrony Financial Financing, you can access here.
Berríos In-House Financing: To know your approximate balance as of today for Berríos In-House Financing, you can access here and with your contract number and last four digits of Social Security, you can view this information.
Click here to see the step-by-step process with images.
You can also contact our Collections Department at 787-653-3939 for additional personalized assistance.
Q: I overpaid, will I get a refund?
A: Yes, the money is refunded through the Accounting Department.
Q: Are there alternatives for deducting the promissory note from the bank?
A: Yes, you must submit a form authorizing debits to the savings or checking account.
Q: They don't answer the phone, and ePay doesn't work; will it affect my credit?
A: No, as long as you, as a customer, pay within the required days in the contract.
Q: How can I pay my account?
A: We recommend using the variety of payment methods we have for your convenience. Click here to learn more details.
Q: Can you check the status of my Credit Application?
A: To check the status of your credit application, we invite you to visit our nearest store for additional assistance. Also, have a photo ID, proof of income, and a water or electricity bill on hand. Access here to find our Stores.
ServiCentro
Q: What is your phone number?
A: Our phone number is 787-653-9393.
Q: What is the cost to repair appliances?
A: To know the cost of repair and additional details, please click on this link: servicentro.com
Our repairs can be made when we have the part in our vehicle. Otherwise, the part is requested, and a new visit date is coordinated to complete the service.
Q: My appliance broke, and it doesn't have a warranty, can I request technical service?
A: Yes, we have a service of experts who visit your home to perform the diagnosis and initial evaluation of the equipment. To request this service, it is not necessary to have purchased your products from our company.
Q: How long does the call take to coordinate my service?
A: After notifying the situation with the product in your home, our staff will call you between 1 to 3 business days to coordinate the details of your service. Sometimes it can be worked on immediately after notifying the situation.
A: Our phone number is 787-653-9393.
Q: What is the cost to repair appliances?
A: To know the cost of repair and additional details, please click on this link: servicentro.com
Our repairs can be made when we have the part in our vehicle. Otherwise, the part is requested, and a new visit date is coordinated to complete the service.
Q: My appliance broke, and it doesn't have a warranty, can I request technical service?
A: Yes, we have a service of experts who visit your home to perform the diagnosis and initial evaluation of the equipment. To request this service, it is not necessary to have purchased your products from our company.
Q: How long does the call take to coordinate my service?
A: After notifying the situation with the product in your home, our staff will call you between 1 to 3 business days to coordinate the details of your service. Sometimes it can be worked on immediately after notifying the situation.