What Furniture Shoppers Really Want

ith more options available than ever, both online and in-store, furniture shoppers expect a seamless, personalized, and efficient shopping journey from product discovery to delivery. Understanding evolving expectations and trends is essential for retailers to remain competitive, reach more customers, and meet customer expectations.

Here’s a look at the key expectations shaping the modern furniture-buying experience.

Shoppers no longer want to choose between shopping online or in-store; they want the flexibility to move between both seamlessly. Hybrid shopping has become the primary way consumers buy furniture, according to a new furniture shopping trends study from 3D Cloud. Nearly half of shoppers use both online and in-store channels when furniture shopping. Whether browsing online, checking out a physical store, or completing their purchase through a mobile app, shoppers expect a consistent, connected experience across all channels.

Retailers need to create an omnichannel strategy that integrates their physical and digital experiences. This includes offering omnichannel fulfillment services, allowing customers to shop online and pick up their items in-store or curbside pickup. Virtual design consultations can help customers who prefer to shop from the comfort of their home. Providing detailed product information, reviews, and 3D visualizations online while offering easy returns and exchanges can also enhance the furniture shopping experience.

Assembling furniture can be a time-consuming and frustrating process for many furniture buyers. Nobody likes a Sunday spent decoding confusing instructions or searching for a missing screw. As such, many shoppers look for items that offer professional assembly or come ready-made. Retailers that offer professional assembly services and provide easy-to-follow video tutorials or installation guides can make the furniture assembly process faster and easier.

Ikea has expanded its partnership with Taskrabbit. Shoppers can now book and pay for a Taskrabbit contractor to assemble their furniture while finalizing their Ikea purchases, streamlining the process. Taskrabbit noted that the share of shoppers buying assembly services through the new booking experience has increased by 50% compared to before. Returns have fallen 40%, and the average order value has spiked nearly five-fold since adding the service at checkout. Taskrabbit’s assembly service offers Ikea’s customers convenience and reliability, improving customer satisfaction and enhancing the customer experience.

Buying furniture can be overwhelming with the endless styles, colors, and configurations. Shoppers want help narrowing their options and making confident decisions. Customizable options, from fabric choices to modular layouts, resonate with many buyers. Seventy-two percent of furniture shoppers customize their furniture purchases, according to the aforementioned study. The top options customized were color, fabric/material, and size. Customers are seeking retailers that provide more customization options.

Seventy-five percent of furniture shoppers want to use 3D visualization/configuration whenever shopping for furniture, according to the 3D Cloud study. Retailers are increasingly implementing 3D-powered tools, offering customers more interactive and immersive shopping experiences. Raymour & Flanigan, the Northeast’s largest furniture retailer, has enhanced its digital offerings with the launch of the 3D Cloud sectional configurator. The 3D Cloud sectional configurator offers a way to customize sectional sofas. The configurator allows customers to select styles and customize fabrics, configurations and features. Most options are available for delivery within 3 days.

Furniture purchases often involve large and heavy items, and delivery can be a logistical headache. Shoppers want flexible, transparent, and timely delivery options that make the process as seamless as possible. Seventy-seven percent of consumers say they will abandon retailers after a failed big and bulky delivery, according to a report from Package.ai. Partnering with reliable logistics providers, offering multiple delivery choices, and keeping customers informed with proactive updates can ensure a fast, reliable, and satisfying delivery experience.

Offering flexible delivery time-windows enables customers to choose the best delivery time that works for them, minimizing missed deliveries. White-glove delivery services that include assembly and installation can also elevate the experience. Premium options for in‑home delivery, furniture assembly, and old‑furniture removal turn a tedious and time-consuming process into a positive, hassle‑free experience. Additionally, tracking tools that allow customers to follow their orders in real-time can reduce anxiety and ensure better transparency.

By understanding what today’s shoppers really want, retailers can better align their businesses with customer expectations, increase sales, and enhance customer engagement. Staying ahead of these trends and continuously innovating the customer experience is essential for not only meeting but exceeding expectations and turning one-time buyers into loyal customers.

For more information about how our delivery management solution can help you manage your deliveries more efficiently, please contact info@bringoz.com.