Rental Order Short, Wrong or Damaged? What to Do Right Away

The delivery came up short, in the wrong color or with broken items. Here is what to check, who to call, which photos to take and how to get a fix.

November 3, 2026 · 6 min read · By the Beyond Chiavari team

Guests sit around a Midnight gold long table tablescape for dinner beneath floral chandeliers and string lights inside an elegant tented wedding reception — Midnight gold long table tablescape, styled at an event

You open the truck and the count is off. Maybe 8 chairs are missing from 100. Maybe the napkins are ivory and you ordered white. Maybe three chairs have cracked legs. In Chicago, it often happens at the worst time: a Saturday morning, a loading dock with a 30 minute limit, or a bungalow with guests arriving at 5. Here is how to handle it calmly and get a fix.

This post picks up where what to expect on delivery day leaves off. That guide covers the normal count. This one covers what to do when the count is wrong.

The first 10 minutes

Problems raised while the crew is still there are the easiest to fix.

1Step 1Ask the crew to waitKeep the lead at the site while you finish the count. They can radio the office.
2Step 2Count by item, not by stackChairs are often racked in tens, but check that the racks are full.
3Step 3Compare to your contract,not your memory. Style, color, size and quantity are all on it.
4Step 4Write it on the delivery sheetbefore you sign. "Received 92 of 100 chairs" is clear. "See notes" is not.
5Step 5Take photosof the problem, the delivery sheet and the truck's label if one is visible.
6Step 6Call the officefrom the driveway and ask what they can do today.

What to check, by item

Item	Check for	Common problem
Chairs	Count, style, wobbly legs, cracked backs	Short count, mixed styles
Tables	Size, shape, folding legs that lock	Rounds sent instead of rectangles
Linens	Color, size, stains, burn marks	Ivory for white, wrong drop length
Dinnerware	Count, chips, spare pieces	Chipped plates in the racks
Glassware	Cracks, cloudy glass, full racks	Broken glasses at the bottom
Heaters, lights	Fuel or cords, switches, bulbs	No propane, missing extension cords

A color that looks "off" in a truck can look different in the room. Hold a napkin or cloth up next to your contract line and the swatch, if you have one. The tablecloth size chart helps you spot a wrong drop length fast.

Who to call

Call the number on your contract or delivery sheet first. That is usually the dispatcher or the office, and they can send a second truck. If you booked through us, call or text us too. We check the date and the rental list with the rental companies and can help push for a fast fix, but the rental company has the trucks and the stock.

Say three things: what is wrong, how many, and when you need it fixed. For example: "We are short 8 chairs and the party starts at 5. Can you bring them by 3?" A clear request gets a clear answer.

What the company can offer

Be ready for any of these. Policies vary, so ask which applies.

Bring the missing items out today. This is best for short counts if a truck is free.
Swap the item. Wrong color or damaged pieces get replaced from stock.
A substitute. A different style that serves the same job. Say yes only if you can live with how it looks.
A partial credit. If they can't deliver, they credit those items. Get the amount and the date in writing.
A late fee waiver or a free pickup change if they ran behind.

A credit does not fix a missing chair at the party. That is why the backup plan matters.

What most hosts find out too late

Photos beat memory. After the event, a rental company checks returns against its own count. Photos taken at delivery, with time stamps, show what you got and what shape it was in. See the return condition rules.
Signing means "received in good order." If you sign a clean sheet and find 6 missing chairs at 4 pm, you can still call, but it is harder. Note problems before the signature, or write "count not finished" if the crew insists on leaving.
Order spares. A few extra chairs and napkins cost little compared to a hole in the seating. Ask about the damage waiver too, so a broken chair at the party does not become a surprise bill.

Backup plans for the things you can't skip

Think about the items that would stop the party if they did not show.

Keep 5 to 10 percent spare chairs on the order: Seats; Keep 5 to 10 percent spare chairs on the order
Know which one can hold food: Tables; Know which one can hold food
Have a second heater or a warm room ready: Heat; Have a second heater or a warm room ready

Seats: Know where you can borrow folding chairs from a church hall, a neighbor or a family member. Fill the gap with benches or a kids' table.
Linens: If the color is wrong, use the wrong color on the guest tables and put the right color on the head table or cake table. Or go with it.
Dinnerware: Have paper or disposable plates for dessert and kids.
Fuel and cords: Keep a spare propane tank source, and a long outdoor-rated extension cord.

After the event

Photograph how everything is stacked at pickup. Email the company a short note within a day: the date, order number, what was wrong, what they did and what credit you expect. Most companies work from a written record. If you were charged for something you never received, the contract guide shows where to find the terms for disputes and credits.

Frequently asked questions

What should I do if my rental delivery is missing items?

Count before the crew leaves, write the shortage on the delivery sheet and call the company right away. Ask for the items to be brought out that day. If they can't, ask for a credit in writing and use your backup plan.

Can I refuse a rental delivery?

Yes, you can refuse items that are the wrong style, badly damaged or too dirty to use. Say so before the crew unloads or signs, and tell the office. Ask them to replace the order or credit it. Refusing the whole delivery close to the party leaves you short, so refuse only what you can't use.

Will I get a refund if the order is short?

Usually you get a credit for the items that were not delivered, and sometimes a refund, depending on the contract and how the company handles it. Ask for the amount and the method in writing. A credit for missing items is normal if you note it on the delivery sheet.

What if the wrong color of linens arrives?

Call right away and ask if the right color is in stock and can come the same day. If it can't, ask what the closest color is and whether they will credit the difference. You can also use the wrong color in a smaller area, like the buffet or the cake table, and keep the main tables on plan.

What if I notice a problem after the crew leaves?

Call the office as soon as you see it and send photos by text or email. You may still get a swap or a credit, but it is harder to prove the problem did not happen after delivery. This is why counting at the door matters.

Who is responsible for damaged chairs that arrive broken?

The rental company is, because the damage was there before you used them. Photograph the damage at delivery and write it on the sheet so it is not billed to you at pickup.

Need a second set of eyes on your list?

When we help with an order, you get one quote and one person to call. Book a free 15-minute planning call to check your list and quantities, or get a quote with spares built in.

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