How Customer Expectations Are Shaping Big-and-Bulky Delivery in 2027

For customers purchasing furniture, appliances and other big-and-bulky products, delivery is more than the final step of an order. It often involves preparing a space, coordinating schedules and welcoming a delivery team into their home. For many customers, that team may be their only in-person interaction with the retailer after making a purchase.

That final interaction carries significant weight. During a recent industry conference, Havertys’ VP of Global Supply Chain, Abir Thakurta, emphasized that furniture delivery is part of the retailer’s brand experience. The quality of that experience can influence how customers view the retailer long after their purchase. As retailers and manufacturers plan for 2027, expectations around speed, visibility, reliability and in-home service are influencing how they evaluate their last mile delivery operations. Meeting these expectations requires more than moving products from a distribution facility to a customer’s home. It requires the capacity, communication and service capabilities to support the delivery experience promised at purchase.

Speed: The Amazon Effect Reaches Big-and-Bulky Delivery

The convenience of next-day and two-day eCommerce delivery has changed how customers think about shipping. Increasingly, those expectations are extending to furniture, appliances and other large products that require specialized handling and in-home services. According to a 2026 FreightWaves article citing AlixPartners’ annual home delivery survey, consumers’ maximum acceptable wait for free shipping declined from 3.4 days to 2.6 days. While this reflects broader eCommerce expectations, it illustrates the growing pressure on retailers to offer faster delivery.

The industry is responding. Amazon, for example, announced additional capabilities for big-and-bulky shippers in 2026, including options intended to support same- or next-day delivery in certain service areas. Its invite-only Seller Flex program also includes specific delivery dates at checkout.

However, delivering a sofa or refrigerator involves different operational requirements than shipping a small parcel. Large-item deliveries often require multiple team members, specialized equipment and additional time at the customer’s home. Faster delivery therefore depends on how efficiently products move through receiving and scheduling, as well as the availability of delivery capacity in the customer’s area.

Perhaps the most important consideration influencing delivery speed is how appointments are allocated. The more availability a delivery provider can offer within a service area, the sooner customers may be able to schedule their deliveries. However, increasing availability must also be balanced with operational efficiency. Delivery providers need to account for the number of stops and product pieces they can accommodate each day while building productive routes that keep transportation costs in check. Without effective allocation management, retailers risk longer customer wait times or higher delivery costs. For retailers, evaluating how a delivery partner balances appointment availability, customer satisfaction, and operational efficiency is key to meeting expectations for faster delivery.

Customers are also looking for greater flexibility in choosing when their deliveries arrive. Emerging trends such as both morning and afternoon appointment options and the ability to schedule deliveries during the purchasing process reflect the growing interest in giving customers more control over the delivery experience. As these expectations evolve, retailers should consider how their delivery operations can support additional scheduling options while maintaining realistic appointment availability. Delivery scheduling and customer self-scheduling capabilities, including solutions such as FIDELITONE Deliver, give customers the flexibility to select their delivery appointment after a purchase has been made, helping make the scheduling process more convenient.

For retailers planning for 2027, the opportunity is to improve delivery speed without sacrificing service quality. That requires a last mile partner capable of balancing appointment availability, delivery capacity and the additional time required for in-home services.

Visibility: Customers Want to Know What’s Happening

For furniture or appliance delivery, customers may need to take time off work, arrange building access or prepare space in their home. Accurate delivery information helps them plan around their appointment and know what to expect. As customers become accustomed to tracking smaller eCommerce purchases, they’re bringing similar expectations to big-and-bulky deliveries. They want to know when their order will arrive, whether anything has changed and where they can find updates without having to contact customer service.

Retailers need that visibility as well. In his presentation, Thakurta emphasized the importance of shared order information and integration between retail and logistics systems. When delivery information is fragmented, it becomes more difficult for retailers to respond to customer questions or coordinate next steps when issues arise.

Consider whether a delivery partner provides last mile delivery visibility for both the customer and the retailer. Customer-facing scheduling and tracking tools can reduce uncertainty leading up to an appointment, while access to order status, delivery documentation and reporting gives retail teams the information needed to support their customers.

At FIDELITONE, FIDELITONE Deliver provides customers with scheduling and tracking capabilities, while FIDELITONE View gives retail partners near real-time access to order and inventory status, shipment details, documentation, photos and reporting. Together, these solutions support visibility for the different parties involved in the delivery experience.

Visibility becomes especially important when plans change. Delays, route adjustments, or unexpected issues can affect the customer’s schedule, making timely communication essential. Retailers should evaluate how delivery partners communicate exceptions, provide updates, and coordinate with customer service teams when an order requires attention.

Technology provides access to information, but responsive service remains an important part of the equation. Dedicated contacts who are familiar with a retailer’s business can help address questions, monitor performance, and coordinate solutions when challenges arise.

For shippers, effective delivery visibility should provide customers with useful updates while giving retail teams the information and support needed to manage the experience from scheduling through completion.

Reliability: Delivering on the Promise Matters More Than Speed Alone

While customers increasingly want faster delivery, reliability is just as important. A customer who takes time off work to receive a new appliance or furniture purchase expects the delivery to happen within the promised appointment window. When that commitment isn’t met, customers may need to rearrange schedules, take additional time away from work, or repeat preparations for an in-home delivery.

For retailers, this makes realistic appointment planning essential. Delivery providers must account for route distance, service time, available personnel and other operational requirements when establishing delivery capacity. These considerations help ensure that appointments offered to customers can be completed as promised.

Reliability also depends on identifying potential delivery challenges before a team arrives at the customer’s home. Certain locations may have unique requirements, such as narrow driveways requiring smaller vehicles, elevator reservations, restricted building access or certificates of insurance (COIs). If these details aren’t identified in advance, they can lead to delays, unsuccessful delivery attempts, or additional inconvenience for the customer.

An important consideration for retailers is how their delivery partner captures and communicates these requirements. At FIDELITONE, delivery information gathered during scheduling is documented and made accessible to delivery teams before their appointments. Requirements such as COIs can also be coordinated in advance, helping teams arrive prepared for the conditions at each location.

Reliable service becomes increasingly important as retailers expand their geographic coverage or experience fluctuations in order volume. Serving customers farther from existing delivery facilities can affect route productivity and appointment availability, while seasonal peaks may require additional capacity. In his five-year outlook, Thakurta identified flexible delivery networks and the ability to accommodate changing volume as important priorities for logistics providers.

For retailers, this raises an important question: Can their last mile partner adjust to changing delivery requirements while maintaining consistent service? A provider’s ability to plan realistic routes, prepare for location-specific challenges and respond to shifts in demand can influence the customer experience as a business grows.

Performance results can provide useful evidence of how these capabilities translate into service. FIDELITONE reports a 99% delivery completion rate, reflecting its focus on meeting delivery commitments. A FIDELITONE customer success story also demonstrates how improvements in delivery planning, visibility and service can support a more consistent customer experience.

As expectations continue to rise, retailers should look beyond the speed of an available appointment and consider how consistently their delivery partner can fulfill that commitment.

In-Home Experience: Professional Service and Immediate Support

For many customers, the delivery team is the face of the retailer at the final stage of the purchasing experience. They expect professional, friendly individuals who arrive prepared, treat their home with respect and complete the services included in their purchase.

That experience begins before the team enters the home. Customers want to feel confident about who will be arriving and what to expect during their appointment. Clear communication, professional presentation, and well-prepared delivery personnel can help establish that confidence. Providing customers with photos of their delivery team members ahead of the appointment, as FIDELITONE does, offers an additional level of reassurance by helping them know who to expect at their door.

Once inside, expectations often extend beyond placing a product in the room. Depending on the retailer and service purchased, customers may expect assembly, installation, packaging removal, haul-away or assistance moving existing furniture to accommodate a new purchase. Increasingly, customers may also expect delivery teams to do whatever it takes to complete the delivery successfully, including accommodating unexpected requests such as moving existing furniture, repositioning rugs or making additional adjustments to prepare the space. While these requests can contribute to a positive customer experience, they can also extend the time spent in the home and affect subsequent appointments along the delivery route. In his five-year outlook, Thakurta identified room-of-choice placement, assembly, installation and haul-away as services increasingly viewed as part of the expected furniture delivery experience.

Providing these services consistently requires the right equipment, trained personnel, and sufficient time at each appointment. A delivery involving multiple furniture pieces, difficult access or additional in-home work may take significantly longer than a standard delivery. For retailers, this makes it important to evaluate whether their delivery partner can accommodate different service requirements, including white glove delivery services, without compromising appointment reliability.

Product care is another important consideration. Customers expect purchases to arrive in good condition and their homes to be protected throughout unloading, placement and assembly. Delivery partners with experience handling furniture and other large products can help reduce the risk of damage through appropriate handling, preparation and service capabilities.

Even with careful preparation, unexpected situations can occur. A product may not fit through an entryway, arrive with damage or differ from what the customer ordered. When these issues arise, customers expect a timely explanation and a clear plan for what happens next.

Retailers should consider how their delivery partners handle these situations while the team is still at the customer’s home. Depending on the requirements of the retailer, this may involve direct communication between the delivery team, retailer and customer to review the issue and determine the appropriate next step. In other cases, a resolution may require additional service, a replacement or a scheduled furniture repair.

At FIDELITONE, exception management processes can be established around each client’s service requirements, helping the parties involved coordinate a response when an issue occurs. This flexibility is especially valuable for retailers with different products, service offerings and customer expectations.

Ultimately, the in-home experience is an extension of the retailer’s brand. Delivery teams that arrive prepared, complete the services promised and respond professionally when challenges arise can help create a more positive final impression.

Building the Last Mile Operation Around the Delivery Promise

Customer expectations for big-and-bulky delivery are influencing how retailers and manufacturers evaluate their last mile operations. Faster delivery, greater visibility, reliable appointments and professional in-home service each require different capabilities, but all contribute to the experience customers associate with a retailer’s brand.

For shippers planning for 2027, choosing the right last mile partner means looking beyond geographic coverage and transportation costs. Service performance, communication, operational flexibility and the ability to accommodate changing requirements all deserve consideration.

With nearly a century of supply chain experience and more than 40 years of furniture delivery expertise, FIDELITONE works with retailers and manufacturers to support specialized delivery requirements. Through dedicated account management, delivery technology and flexible service capabilities, our teams help clients meet customer expectations while adapting to changing business needs.

Planning your last mile delivery strategy for 2027? Connect with FIDELITONE to discuss your delivery requirements and how we can support your customer experience.