Delivery is the main commercial constraint
For bulky goods, delivery can approach or exceed the product margin. Getting the rates right, and being clear about what service the customer is buying, determines whether the category is profitable.
Two-person delivery to a room of choice costs very differently from kerbside drop, and customers assume the former unless told otherwise.
Ask the access questions up front
- Which floor, and is there a lift?
- Are there stairs, and how many?
- Is there parking for a large vehicle?
- Are doorways and stairwells wide enough for the item?
- Is anyone available on a weekday?
A failed delivery costs the shipping twice and frequently the sale. Five questions at checkout prevent most of them.
Be explicit about the service
- Kerbside, threshold, room of choice — state which
- Whether packaging is removed
- Whether assembly is included, and at what cost
- Whether the old item can be taken away
- Booking process and how much notice
Damage is higher and costs more
Large items are handled more roughly and are more expensive to replace and return. Packaging investment pays for itself faster here than anywhere else.
Track damage by carrier and by product. A single product damaged repeatedly usually has a packaging design problem rather than bad luck.
Returns need a stated policy
Returning a sofa is not the same as returning a shirt, and the statutory position may still give the customer rights. State plainly who pays for return collection and under what circumstances.
Ambiguity here produces disputes that are expensive whichever way they resolve.