Vermont Woods Studios Handmade Furniture

delivery

Movers and Shakers: Fine Furniture Shipping and Delivery

October 18th, 2012 by Peggy Farabaugh

Shaker Furniture: Moving, Shipping and Delivery

Sorry, I couldn’t resist the pun when this customer sent us a nice note about how her Shaker furniture was delivered so professionally by our shippers. Clark and Reid is an award-winning executive moving company that also ships fine furniture for Sotheby’s, Christie’s and Vermont Woods Studios. We include this service in the base price of our furniture (Free Shipping).

Last week we received an enthusiastic email from a family in California thanking us for the great job our moving company (Clark and Reid) did with the delivery of their Vermont made Shaker bedroom set:

“I wanted to let you know what a wonderful experience I had with your movers. I had one of your beds shipped to my vacation home in the Sierras. Because the road is very steep and winding, Clark and Reid needed to bring the bed in a special shuttle, the cost of which they covered.  Also, I wasn’t able to be present at the house at the time a driver was available to make the delivery, and was able to arrange to have a concierge service meet the driver and let him into the house to assemble the bed. Clark and Reid offered to reimburse me for the cost of the service (up to $75).

I was told by the concierge that the driver was very professional and efficient. He arrived on time and handled all the details of moving and assembly. It was a pleasure to purchase furniture from you and to work with such an excellent shipper.  Thank you so much!         Best Regards,   Debbie D

We love hearing your Vermont made furniture stories and reviews, whether they’re about the delivery experience or the good times you share around the dining table with family and friends.  Keep ‘em coming!  You’re helping us make our systems better.  In this case, the comments went to straight to Clark and Reid where the driver and his manager reviewed them together (maybe someone will even get a well-deserved raise).  Other comments have helped us improve the quality of our Shaker furniture and the logistics needed to get it from the forest to your living room.

So help us Movers and Shakers by sending in feedback about your new Vermont handmade furniture.  Use the comments section below, email us or connect using our Facebook.  Thanks in advance for your feedback!

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Packaging and Shipping Your Fine Furniture: White Glove or DIY?

May 16th, 2012 by Peggy Farabaugh

Furniture-box-1

Our new file cabinet was just delivered DIY from Copeland Furniture. This is the "outside" box.  It took 4 of us to get the file cabinet out of it.

 

We received our first fine furniture order from Alaska last week and that makes the 50th state we will have delivered furniture to.  Once the bedroom set arrives safely, we'll have to have celebrate this milestone with a little party. 

 

It's actually a pretty exciting accomplishment for a small company like Vermont Woods Studios Furniture.

 

It turns out that packaging and safely shipping your fine furniture is the most challenging part of our business and we're always working to make the system work better, faster, cheaper and stress-free.

 

 

 

Furniture-double-boxing

DIY delivery requires double boxing with lots of padding for the edges and corners.  Upacking can be difficult.  The file cabinet inside weighs almost 100#.

Our preferred method of shipping fine furniture is to blanket wrap it and send it "white glove delivery" with the world's number one, award-winning furniture shipper:  Clark and Reid.  They are the best.  When you receive your furniture from C&R, they carefully bring it into your home, set it up wherever you like, help you inspect it for any shipping damage and remove the wrapping.  You do nothing but smile. 

 

However Clark and Reid is not the fastest or the cheapest.  So when customer's are in a hurry and need to save money, we can sometimes (depending on size) package and ship their furniture via common carrier or even FedEx to get it there faster and cheaper.  We call it DIY delivery and it has just recently been made possible with advances in packaging technology.

 

If your order is eligible for DIY packaging and shippping, we'll let you know.  As you can see, it's not your typical UPS delivery.  It took 4 of us to wrestle this filing cabinet out of the box. 

 

 

 

Furniture-3-layer-packing

Finally we get to see what's inside! The 3rd layer of packaging consists of more edge and corner protectors and shrink wrap.

I always try to emphasize to our customers that unpackaging and moving solid wood furniture is not easy.  It's heavy (often >100#) and if it has doors or drawers, you want to be especially careful not to damage or unbalance them.  If you're a "handyman" DIY can save you money and time but for most customers I wholeheartedly recommend the luxury and peace of mind that white glove delivery brings.

 

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Fine Furniture Shipping and DIY Delivery

December 10th, 2011 by Peggy Farabaugh

Copeland-american-furniture-vtVermont woodworkers are among the best in the world, so the furniture making part of our online business at Vermont Woods Studios Fine Furniture is the easy part.  It's the shipping and delivery that's our biggest challenge. 

All of our furniture is made to order in small and medium-sized woodworking shops around our state.  Furniture makers work with great care and precision to make sure their pieces leave the workshop in tip-top condition. The last thing we want is to have to ask them to make something over again because it got broken by a shipper.  Not to mention that receiving damaged furniture is a huge let down to our customers and totally unacceptable by any measure.

So over the years we developed a policy where (unless it was something small or a customer absolutely needed a RUSH delivery) we ship furniture via a white glove delivery service.  With white glove delivery, furniture is handled by only one company from the time it is picked up in Vermont until the time it's set up in a customer's kitchen, home office, dining room or bedroom. 

The delivery crew arranges a convenient time for delivery several days in advance.  They arrive at a customer's home in uniform, bring the furniture inside, unpackage it, help inspect it and set it up (including assembly, if any).  For fine furniture I've always felt this is the only acceptable shipping solution.

Our new partner, Copeland Furniture, however is beginning to persuade me that it's possible to engineer a successful DIY (do-it-yourself) furniture delivery system that will save customers money. Copeland has made significant advances in the art, science and technology of fine furniture packaging and shipping over the last couple years.  They are now the world leader in safe, efficient, economical fine furniture shipping. 

So, for Copeland furniture only we now offer free shipping and do-it-yourself (DIY) delivery as a more affordable option for customers who are willing and able to handle their own delivery.  With DIY delivery, your furniture is brought to your doorstep where you must unpackage and inspect it yourself, then sign for it.  You are responsible to bring your furniture into your home and assemble it, if needed.  For chests, dressers and desks, there is typically no assembly required, with the exception of drawer and door knobs.  With beds and tables, you must assemble them yourself– and easy directions are provided.

Customers can save an average of $300 with a DIY delivery.  If you're interested, just give us a call or specify DIY as your choice in the pull-down menu for shipping when you're making an online purchase.  Of course, Copeland furniture can also be purchased with white glove delivery for an additional fee.  You can specify that on the pull-down menu as well.  Either way, if you're purchasing furniture online be sure to review the applicable Furniture Delivery and Inspection procedures to protect yourself in case of any possible problems down the road.

We are eager to get your feedback on this new method of shipping.

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Online Furniture Shopping: 2011 Customer Satisfaction Survey Results

December 6th, 2011 by Peggy Farabaugh

Furniture-reviews-ratingsYesterday I mentioned our Vermont Woods Studios Furniture Customer Satisfaction Survey.  As far as I know we are the only company in the furniture industry that's willing to publish candid customer reviews and survey rating results. 

 

It's not all perfect and I'll admit, I'm more than a bit uncomfortable publishing it.  Not because we're doing badly (we're actually doing great and getting better every day), but because there is much discussion needed to interpret the results. 

 

I'll be writing a number of additional posts over the next few weeks to discuss the details behind the numbers as well as our plans for improving them as we move forward.  I have to ask you to read the whole series of posts or you won't have an accurate picture of our customer reviews, and how they fit in with the broader context of the furniture industry.

 

I welcome your comments and suggestions throughout the process.  You can post them in the comments section below or on our Vermont Furniture Facebook.  To all of those customers who contributed to this assessment, we say thanks as we continue to work through implementing your input.

 

So… here's how customers rated our performance in the following areas:

   *   Would you purchase from Vermont Woods Studios Furniture again?

  1. Yes – 98.53%
  2. No – 0%
  3. No answer or not applicable – 1.47%

   *  Ease of ordering

  1. Excellent or very good – 97.1%
  2. Neutral – 2.9%
  3. Needs improvement – 1.45%
  4. Unsatisfactory – 0%
  5. No answer or not applicable – 0%

   *  Quality of furniture

  1. Excellent or very good – 94.03%
  2. Neutral – 1.49%
  3. Needs improvement – 0%
  4. Unsatisfactory – 0%
  5. No answer or not applicable – 4.48%

   *  Shipping and delivery

  1. Excellent or very good – 89.55%
  2. Neutral – 2.99%
  3. Needs improvement – 4.48%
  4. Unsatisfactory – 2.99%
  5. No answer or not applicable – 0%

   *  Response of customer sevice personnel

  1. Excellent or very good – 86.95% (many online orders require no interaction with customer service personnel, thus the 13% response for NA)
  2. Neutral – 0%
  3. Needs improvement – 0%
  4. Unsatisfactory – 0%
  5. No answer or not applicable – 13.04%

So there you have it– the good, the bad and the ugly of our customer satisfaction survey results.  Please check in over the next few weeks to see further details about what's behind the numbers and how we're working to continuously improve them.

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