Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please Contact Us

Appliances

1. Balance the feet of your washing machine 
Before doing any sort of maintenance on your washing machine, turn it off and unplug it. If your machine is mid cycle when it starts to play up, follow the advice in your washing machine’s instruction manual for stopping and draining it. Now check the feet: they should be in firm contact with the floor. To adjust the feet, you’ll need to undo the locking nuts first, then unscrew the feet. The washing machine should be completely level so use a spirit level and keep adjusting the feet until you’re satisfied. When finished, you must remember to screw the locking nuts back into place, firmly against the machine’s housing, before doing your next wash. 


2. Avoid unbalanced loads 

Washing a heavy item, such as a cotton towel by itself, or only with light garments may cause problems. The towel will absorb water and gain weight; if this then sticks to the side of the drum, it will create an unbalanced load. Some modern washing machines can detect this and will attempt to re-balance the load or choose not to enter the spin cycle. If your washing machine does enter the spin with an unbalanced load, it could shake around in a noisy and violent fashion – possibly doing damage to itself or cutting out halfway through the spin cycle. You can avoid unbalanced loads by washing heavy items, such as towels or dressing gowns, together to try and balance out the load in the drum. 


3. Check around the drum for coins or bra wires 

Rogue items that get into the drum can cause both strange sounds and a number of problems. Some of the most common items are coins and bra wire. 


4. Check the seal 

We also found that some coins got caught in the rubber seal. It’s a good idea to check all around and clean the seal regularly anyway, because as well as a potential place for small items to get trapped, this is where mould and bacteria can fester. A regular scrub can help prevent build-up. If left too long mould sinks into the porous rubber seal and is impossible to remove, meaning you may need to replace it. 


5. Clean out the filter on the front 

Some items loose in the machine can work their way down to the filter. You’ll usually find the filter at the front of the machine, on the right and close to the floor. On some models, the filter will be on the side. Follow the instructions in your instruction manual to check and clean the filter. Make sure you put down an oven tray or dish to capture water, as when you remove the cap on the hose, any water trapped in the machine will otherwise spill onto the floor. 


6. Find out if items are stuck in the outer drum.
Items that don’t get washed down into the filter will end up in the outer plastic tub that surrounds the metal washing drum. Anything stuck here will be flung about violently by the drum’s rotation, especially during the spin cycle. If an item does get stuck in this area, it’s likely to make a very loud noise when the machine’s running, especially during the spin. 


7. Check the drum bearings 

If the above steps don’t help, and you don’t think there’s anything stuck in the drum, your machine may be suffering from a bearing failure. This is a relatively common fault and one that will most likely require a professional repairer. Turn the drum while it’s empty to check if the drum bearings have gone. If you feel a resistance, the machine’s bearings may need replacing. Another giveaway symptom is that the metal drum may have dropped down slightly and will no longer be in line with the rubber seal around the door opening.

 

 

• Undissolved Detergent

If you are using powdered laundry detergent, it may not be dissolving completely. Always pour powdered detergent into the empty washer first before loading clothes. This will give it the most time to dissolve.

If you are washing in cold water, especially in really cold climates, a powdered detergent may not dissolve completely. For best results, dissolve the powder first in a cup of hot water before adding it to the washer or switch to liquid formula.

The same steps should be used with single-dose pods or packets and some liquid detergents. If you are seeing blue streaks, you're adding detergent at the wrong time. NEVER pour detergent directly on dry clothes or throw the packet on top of the load. Add both to the empty washer drum first before adding laundry so the product disperses evenly in water.

 

If you have a washer with automatic dispensers, they may be clogged with detergent or fabric softener (even liquid products will clump) that is not dissolving. Remove the dispensers and clean with a solution of two cups of hot water mixed with 1/2 cup distilled white vinegar.

 

If the dispensers are not removable, fill each dispenser with heated distilled white vinegar and allow it to sit for at least 30 minutes. Finish by running a short wash cycle with no laundry in the drum to clear out the dispensers.


• Too Much Detergent

More is not always better. Using too much detergent can leave residue on clothes. This is particularly true in high-efficiency washers. These washers use much less water than a standard washer during the wash and rinse cycles. Using more than two teaspoons—yes, two teaspoons—of detergent will leave residue on your clothes.



• Too Much Fabric Softener

Never pour fabric softener directly on wet clothes, and use the smallest recommended amount. If you have an automatic dispenser, clean it frequently.



• Clogged or Failing Water Pump

Lint, undissolved detergent, and soil can redeposit on your clothes if the water is draining out of your washer too slowly.

Many new washers have a small door near the bottom of the washer to access the filter right above the water pump. On older washers, you will probably have to access the inner workings of the washer from the back to clean the pump area.

Open the access area to the drain line filter and check for clogs like lint or small items that can impede the flow of rinse water. You'll be amazed at what a button, coin, and lint can do to slow the draining action of a washer.

If you have cleaned the filter and the washer is still slow to drain, the water pump is probably failing. Find your washer user manual online or call a technician.



• Overloading Washer

Washing a full load of laundry is a good thing to save time and money. However, cramming too many items into a washer doesn't leave room for the soil and residue to be flushed away. Learn the proper way to load a washer.



• Dirty Washer

If you have never cleaned your washer, it can have soil, minerals, and detergent residue that is redepositing on clothes. Think of it as the same as the soap scum in your shower. Because of the low volume of water, you must clean an HE washer monthly and a standard washer at least twice per year.



• Hard Water

Hard water can react with detergents and leave mineral deposits that remain on clothes. Explore steps you can take to do laundry successfully with hard water.



How Do I Get Rid of the Residue?

Once you have eliminated all of the causes of the problem, the only way to get rid of the residue is to rewash the clothes. Wash the stained items again in the hottest water suitable for the fabric but do not add any detergent or fabric softener. Instead, add one cup of distilled white vinegar to the wash cycle to help fibers relax slightly and release the residue.

If you have already dried clothes that have blue streaks from excess detergent or fabric softener, it will be harder to remove. Fill a sink or bucket with warm water and add oxygen-based bleach following package directions. Completely submerge the stained items and allow them to soak overnight and then wash as recommended without adding additional detergent.

 

 

Cooktop
Where to Look: On underside of unit


 

Dishwasher
Where to Look: Inside dishwasher, on rim


 

Top Load Washer & Dryer
Where to Look: Beneath washer lid, on tub rim

 
 
Microwave
Where to Look: Inside microwave, on rim



Range
Where to Look: Inside oven drawer, on oven rim



Refrigerator
Where to Look:
Inside refrigerator, on wall
 
 

Bedding & Mattresses

A mattress protector fits onto a mattress under the fitted sheet. Mattress protectors are designed as a barrier to keep dirt, sweat, dust mites, moisture, and other contaminants from entering the mattress. Most mattress protectors are machine washable.

The majority of mattress protectors are waterproof or water-resistant, designed to prevent spills or bodily fluids from reaching the mattress. By keeping the mattress dry, a waterproof mattress protector can also help prevent the growth of mold and mildew. Manufacturers also sell mattress encasements, which form a seal around all six sides of the mattress to keep out bed bugs.

Mattress protectors are different from mattress pads or mattress toppers. A mattress protector’s main purpose is to keep the mattress clean, whereas mattress pads add a layer of cushioning and mattress toppers adjust the mattress’s firmness. While pads and toppers are not meant for protection, they can still help reduce some wear.

Virtually all mattress warranties contain a clause that voids the warranty if the mattress is dirty. Thus, not only do mattress protectors defend against spills and stains, but they may also indirectly prolong the mattress’ lifespan by maintaining warranty coverage.

 

Even if you take very good care of it, your mattress will eventually need to be replaced. On average, a mattress lasts between 7 and 10 years before it loses its supportive and pressure-relieving capabilities.

Latex mattresses tend to have the longest lifespan, lasting 7.5 to 8.5 years on average. Innerspring mattresses typically last between 5 and 6 years, foam mattresses last between 6 and 7 years, and hybrid mattresses last from 6.5 to 7.5 years. However, these numbers can vary significantly depending on the material quality and design, the sleeper’s position and body type, and the maintenance routine.

Your preferred sleeping position and body type influence how your weight is distributed across the mattress. For example, side sleepers may notice their mattress wearing out faster near the shoulders and hips, and a sleeper weighing more than 230 pounds may notice their mattress prematurely sagging.

Routinely cleaning your bedding, rotating the mattress, and removing dust and dirt will typically extend its lifespan. It’s also imperative to use the mattress with a proper base.

If you’ve had your mattress for several years, you may wonder if it’s time to replace it. Waking up with pain or stiffness, tossing and turning at night, or not feeling rested when you wake up are all clues that it may be time to consider a new mattress.

Replacing your mattress is worthwhile for your sleep and your overall quality of life. However, it can also be a costly investment. While it’s not a permanent solution, adding a mattress topper may allow you to sleep on the mattress for a little longer before needing to buy a new one.

 

Mattresses need to be paired with a solid foundation to prevent uneven weight distribution, which can lead to improper spinal alignment and potentially damage the mattress.

Traditionally, innerspring mattresses were used with box springs, which added bounce as well as support. Today, sleepers are transitioning to utilizing solid foundations or slatted bed frames for their foam or hybrid mattresses.

It is important to make sure that the support system you use is able to support not only the weight of the mattress, but also all the sleepers. Mattress manufacturers usually provide clear guidelines regarding the types of bases that can be used with the mattress. For example, heavier or larger mattresses may require a bed frame with extra legs in the center, while foam mattresses may require slats that are spaced close together. Failure to use adequate support will generally void the warranty. Ask our sales team about which support system you should be using!

 

Furniture & Upholstery

Do not expose leather or fabric to ink, bleach, oily substances, fluids, body oils, strong detergents including laundry detergent, chemicals and sharp objects as these may cause potential damage. Do not expose leather or fabric to sun or extreme light sources as this will cause fading and potential damage. Do not remove your seat cushion covers where applicable for dry cleaning or separate washing.

Our Services

At Furniture Villa, we strive to facilitate our customers though the post-purchase phase. If you require assistance in receiving service on one of our products, please fill out the service request form here.


For a Mattress Warranty claim, please fill out the service request form here. You will need to attach all required photos as well as the Warranty Claim Submission to complete the claim .


For Appliance Service, if you've purchased within the past 12 months you will be covered under your 1st year manufacturers warranty. To submit a claim in you first year, please call Whirlpool Service @ 1-800-807-6777. Please have your appliance model number, serial number and date of purchase ready. If you have passed your 1st year and purchased the Excelsior Appliance Service Experience , you will be covered through years 2-5. To make a service claim as part of the service experience, please call 1-800-661-7313 or email service@soswarranty.com. Please have your model number, serial number and date of purchase ready.


For Furniture Service, most products come with a minimum of 1 year manufacturers warranty. If you require service during this time, please fill out the service request form
here. Please have photos of the furniture "Production Tag" or "ACK Number" (short-form for Acknowledgement Number) as in the examples below.

Our delivery includes setup in your home up to 120km from our showroom location . During delivery, we also offer additional removal or relocation of existing pieces for an additional fee. For a complete breakdown of delivery services, please visit our Delivery & Setup page.  

 

Our delivery team will also setup and test your laundry appliances and ice & water compatible fridge with the purchase of our supplied fill hoses. 

 

Prior to delivery, we will uncrate and inspect all items for quality. Any packaging remaining at delivery will be removed so we leave no mess behind. 

 

Because we delivery in urban and rural areas, we schedule routes and delivery times based on the most efficient possibilities within a week of your purchase. You will receive a courtesy call at least 24 hours before the day of delivery to arrange a 2 hour window of when our team will be there. 

Furniture Villa offers installation services on a "Remove & Replace" basis. This means, any appliance that has an existing infrastructure can be installed by our installation team. This includes:

We also offer extended professional service for appliance related add-ons and modifications which include:

  • Appliance Accessories installations
  • Laundry Pedestal installation 
  • Laundry Stacking Kit installation
  • Ice-maker Kit installation
  • Conversions

Visit our Installation & Professional Services page for more!