Hey everyone, Kerry here.
We talk a lot about the durability and low-maintenance benefits of our premium outdoor fabrics and powdercoated aluminium-framed outdoor furniture, but a real-life interaction just drives the point home better than any product description.
Earlier this week, I received an email enquiry from someone asking for help as they thought they purchased one of our sets several years ago…
After replying to this enquiry, and requesting more info including pictures of the set, I confirmed the set was not one of ours and suggested sources for him to get replacement squabs, which unfortunately, is an expensive fix for him.
At this busy time of year, I receive a query like this every week relating to the repair of other products that aren’t ours. I feel badly for these consumers.
It was also a poignant reminder of how we roll here at Outside Space, and why investing in high-quality outdoor fabrics from outdoor furniture specialists is appreciated by our customers. Our long-lasting Sunbrella and Agora outdoor fabrics are designed to thrive in the harsh New Zealand sun, giving you peace of mind, not replacement headaches.
The true measure of a great company is not just the initial quality, but the best outdoor furniture customer service provided to you after you’ve bought your outdoor set.
We are incredibly proud to provide replacement cushion covers to our customers for most of our sets. We do this, not because our fabrics fail prematurely, but because of real, everyday events that happen to our customers when they live a full life outdoors!
Here are the actual reasons we’ve sold individual replacement squabs to our wonderful customers:
Post-lockdown, many New Zealand dogs struggled with their owners going back to work. We’ve replaced several squabs—often just the corners—that were sadly mistaken for chew toys. This, by far, is the most common reason we sell individual replacement cushions to customers.
Another customer was relocating homes and was transporting their beautiful outdoor lounge set over the Harbour Bridge when one of their back cushion flew off the back of the truck and into the Hauraki Gulf. This was stressful moment for them, but we were happy to help them replace just one single replacement. This service is key: if you need one back cushion or one seat cover, you don’t have to pay to replace the whole set of long-lasting outdoor squabs.
One unfortunate customer needed a seat cover replacement after a weekend away with the teenagers house sitting. While their son was socialising with friends, a cigarette hole was made in one of the seat cushions. This is a classic example of life getting in the way. Whether it’s a cigarette, a stray ember from the BBQ, or a snag, accidents can compromise even the toughest fabric. For our customers, this is just a minor blip; we have the solution ready. It’s a tiny fraction of the cost to replace the single piece versus the full set of corner cushions for your powdercoated aluminium outdoor furniture.
A customer called after their pet rabbit managed to chew through two back cushions. Yes, a rabbit. Accidents happen, but we were able to quickly send out the exact replacement cushions, proving their initial investment was protected from even the most determined critters.
This ability to supply individual replacement cushion covers for most of our fabrics is one of the pillars of our post-sales support, but, with our customers, replacement is needed as a result of some kind of accident only and not a result of poor quality. For us, it’s about providing genuine value and confidence when you purchase your outdoor sofa set.
When you buy from Outside Space NZ, you get:
We stand behind our quality, but we also understand life happens. We want you to confidently enjoy your outside space for years to come, knowing that if life happens, in many cases, you can simply call us directly for an easy, no-fuss replacement squab.
Kerry is the co-owner of Outside Space NZ, offering a range of contemporary outdoor furniture and sun umbrellas for coastal living kiwis seeking premium quality outdoor products and design at achievable prices.
