Large furniture or appliance purchases for most people happen occasionally. The home furnishings industry has changed a great deal in the past few years because of Covid-19, supply issues, and because of shortages in the labor market. As many retailers have embraced the “race to zero, the quest to have the biggest savings or the lowest prices,” many previously offered services have disappeared.
There are still many merchants who offer a wide range of services. However, it is more important than ever to ask questions about what is offered and how much they cost because rarely are they offered for “free” anymore. When purchasing big ticket items, the sticker price is important, but getting your purchase into your home without damage to your purchase or your home is equally important.
What follows are ten questions you should consider asking and getting answers to before you simply purchase the “cheapest” option in person or online.
What is included? (Generally) – Although every merchant will have a different interpretation of what a “basic setup” involves, these should be considered minimum standards.
The delivery crew should always be friendly, courteous, and respectful of your purchase, you, and your property.
The merchant should provide a delivery window of 2-4 hours at least 24 hours before your delivery. If they are going to be late, they should call and update you about the delay. Some merchants use GPS tracking for their delivery vehicles as well.
The crew should set your purchase(s) in the location you specify. Before their arrival, prepare the delivery path by removing pictures (and hooks), moving items from the path, and protecting your floors because labor regulations preclude them from removing their safety shoes/boots. They should always try to enter your home through the largest and easiest access points.
The delivery crew should be trained to safely remove your doors and the doors on appliances to gain access to your home … and of course, to put them back afterward.
If there are any issues while the delivery crew is at your home, THEY should call the merchant to begin the resolution process and not say that it is your responsibility.
If your purchase is too large, the delivery crew should explain the issue, show you the issue, and then contact the merchant to begin the reselection process, rather than simply telling you that “the item won’t fit.” There are ways to make things smaller by removing furniture legs, using plastic wrap to compress puffy upholstery, and using blankets to protect railings and prevent rubbing on upholstery.
The delivery crew should take all reasonable precautions to prevent damage. Furniture and appliances are big, awkward, and heavy and can easily damage floors, walls, and doors. The care that a delivery crew takes is an indication of the merchant’s commitment to quality customer service.
The merchant and their staff should inspect your purchase carefully for cuts, tears, and dents. In addition, they should always check the protective feet caps on furniture for damage because exposed nails can cause significant damage to flooring.
Some merchants will unwrap delivery items in their warehouse before delivery, they will inspect for damage, assemble, and then use blankets and straps to prevent damage in transit.
Whether your merchant unwraps your purchase before delivery or at your home, they should leave your purchase in the same condition as it was when you saw it in the showroom but remove and take away all packaging. A further sign of merchant diligence can be seen by noting the condition of the delivery vehicle, whether is it clean, and are the blankets are folded as the crew completes each delivery.
The delivery crew should always provide their best level of service regardless of your purchase and thank each customer for choosing their store. Delivery and customer service are key marketing and advertising components for any merchant.
A great delivery crew will take care to wipe their fingerprints from any glass or stainless steel. When the delivery crew is finished, they should thank you for your purchase and hand you any manuals that accompany your purchase.
What is not included (Generally)? Delivery crews are not technicians or installers. They are typically not licensed to install gas appliances, or connect, or disconnect waterlines or electricity. They are not allowed to remove their safety shoes because of labor regulations so you should take care to protect your floors.
When will they come (Do I have to wait all day)? Better merchants will assign a delivery window for you from 2-4 hours. Exact scheduling is difficult because every delivery and every home is different. Excellent merchants will also provide updates if they are running behind. These merchants will also, if asked, call you at work, to give you up to 30 minutes notice they are on their way; this allows people to minimize the amount of work time they may have to miss to accept a delivery.
Can I trust the delivery crew? Better merchants will conduct criminal record checks and/or have bonded staff. Their staff will wear uniforms and drive clearly labeled trucks. They will try to avoid causing any damage to your home but may ask for a waiver for particularly tricky situations. Some merchants use “third-party” delivery services, and it is recommended that someone eighteen or old always be present to accept your delivery.
What happens if there is a problem? If there is a problem with your purchase or if damage has occurred, the delivery crew should call the merchant on your behalf to start the resolution process.
Furniture delivery trucks can be quite large, better-trained delivery crews always use a spotter any time their trucks back up to prevent damage to the truck, your driveway, and your home. They should also always send two people on every delivery.
How do I know if they applied for fabric or leather protection? Fabric warranties are usually “dry” warranties and are assurance policies designed to clean your purchase within a certain time restriction. Leather care involves unwrapping your purchase, applying a leather conditioner, and then delivering your purchase. If your leather furniture is delivered in factory-sealed containers, it has not been protected.
Will the salesperson call/email afterward to follow up with me? They should. Following up on each delivery is the hallmark of a great merchant. Your salesperson has a personal stake in ensuring you are satisfied and there are no outstanding issues.
How are pickups handled? On occasion, you may choose to forgo delivery and pick up your purchase with your own vehicle. Please note that you should always bring something to secure your items if in the back of a trailer or truck. Try to avoid lying a fridge or washing machine on its side or back. Double-check that you have everything and look for obvious mistakes such as two of the same pieces, a queen mattress but a box spring that is a smaller size, two of the same pieces for sectional, and mismatched appliances. The merchant’s warehouse team should be checking for all these things, but diligence is never a bad thing for a customer.
What should be included? (Part 2: Specific categories of home furnishings):
Refrigerators: Remove the protective film and THEN attach the handles, level, install the shelves, put the kickplate on, and plug in the unit to ensure the compressor starts.
Ranges: Plugin if the proper plug is present, and ensure the clock is working and set time.
Washers: Remove shipping bolts. Level 3 ways, across the front, back, and diagonally. Plug in and make the connections (hot/cold hoses, and the drain hose), expect to have to sign a connection waiver. Your responsibility as a consumer is to monitor the machine for any leaks or issues, particularly during the first few uses.
Dryers: Install the feet and level, and connect the vent ensuring it is a metal vent kit and plugin.
Freezers: Plug in and set to the coolest settings to ensure that the compressor is functioning, mention that it may take 24 hours for the appliance to cool completely.
Dishwashers: Typically, dishwashers should be installed by a licensed technician, and merchants will leave them in the packaging. If you request the dishwasher to be opened, the delivery crew should unwrap and remove the packaging, please note though, the unfinished bottom can damage the flooring.
Microwaves, Cooktops, Vent Hoods, Built-in Coffee makers: Normally these items are left unwrapped. Except for countertop microwaves, all these items normally require installation by a technician. The merchant will usually be able to recommend a qualified installer for you.
Motion Furniture (Reclining): Connect the backs and lock them into place, plug in if it is a lift or power recliner, test mechanisms to ensure proper function without binding, and mention that the mechanisms are completely independent of each other and that it is normal for them not to lineup exactly on the back of the sofa (1/4 inch to ½ inch is not uncommon). As well, you should annually tighten any screws that work loose with wear.
Sofa beds: Remove the holding wire or material to release the mechanism and test to ensure that it opens freely, put the toss cushions onto the sofa bed.
Upholstery: While still on the truck, check the dust cover and reattach it with a stapler if necessary. Ensure that all the seat cushions are in place correctly, and the legs are securely attached, tuck in the fabric content tag, put the toss cushions in place, and trim any loose threads. In addition, consider using felt pads on the upholstery feet to protect hardwood floors.
Ready to assemble products (TV stands, Chairside tables, Bookshelves, etc.): Many retailers will sell products that are less expensive because they are designed to be assembled by you, if they are delivered, they will not usually be pre-assembled unless you have paid for assembly.
Accessories (Pictures, greenery, lamps, accent pieces): Due to the delicate and fragile nature of most accessories, only larger items such as rugs and oversize prints are delivered, everything else is recommended to be taken by the customer at the time of sale.
Wall Units, electric fireplaces, sleep chests, and entertainment units: The delivery crew should plug in the lights after removing any protective covers, test the unit (fireplaces), and level.
Mattress/Box springs: Place the set onto their new bed or their existing bed, put the product content tags at the head of the bed and the manufacturer’s labels at the foot of the bed, and trim off any obvious loose threads that are a byproduct of the manufacturing process.
Bedroom Furniture, including Futon Frames: Assemble futons in-home, test mechanism, and remove all packing materials. Assemble bunkbeds and remove all packing materials. Attach knobs and handles, attach slats on mates’ beds and on adult beds, and attach mirrors.
Dining Room/Dinettes: Recommend that any table leaves be stored flat under a bed and not upright. Assemble, attach all knobs, plug in any electrical options, put shelves into place, and take care to remove any protective covers from lights. Remove any tape from the glass in the home to give the glass additional strength (it’s also easier to take off when it’s warm), and when assembling dinette chairs, hand tighten chairs, then tighten with the partner sitting on a chair.
Coffee & End Tables: These items should be delivered fully assembled and set in place.
Merchants and their teams all should have an extraordinarily strong vested interest in ensuring you are happy with their purchase, unfortunately, there are some people and merchants who fail to make this connection. Asking your salesperson for clarity will help you avoid negative surprises and unnecessary complications and hassle. If a merchant does not satisfy you, shop around, there is more to your satisfaction than simply paying the lowest price.
Good luck,
Paul.