For years, last-mile delivery has been driven by one dominant idea: Faster is better. Same-day, next-day, now. But when it comes to big and bulky deliveries – like sofas, dining sets, or BBQs – that logic doesn’t apply.

Speed isn’t the metric that matters most. Customers want reliability. They want communication. They want to know their new furniture will arrive safely, at a time that works for them, and be delivered by professionals who treat their home with respect.

In other words: Choice and control trump speed – and the best delivery experiences are the ones that feel effortless, not just fast.

Big and bulky is a different game

Delivering oversized, non-conveyable goods is complex. It’s not about tossing a parcel at the door; it’s about managing expectations, navigating into homes, assembling products, and removing packaging. The physical delivery is often the only human interaction a customer has with a brand after purchase, making it a critical moment to either build trust or break it.

Customers purchasing high-value, high-impact items like a new lounge suite care deeply about the outcome. They’ve imagined it in their space, planned around its arrival, and they expect a delivery experience that lives up to the investment.

What the data tells us

At ANC, we’ve been measuring big and bulky delivery data for years, and one of the most revealing insights is this: When given the choice, customers tend to schedule their delivery around seven to 10 days after purchase.

Why? Because large-item deliveries require planning. Someone needs to be home. There might be a hallway to clear or a room to prep. Rushing the delivery can often cause more frustration than satisfaction.

In fact, trying to meet overly aggressive SLAs can result in missed windows, failed deliveries, and costly rework. On the other hand, giving customers control over the “when” often leads to better outcomes – higher satisfaction, lower complaints, and a more memorable experience.

Customer experience by design

Great delivery isn’t just about logistics – it’s about experience design.

The best delivery operations are mapped with the customer at the centre. That means considering:

• Pre-delivery communication: Do customers know what’s coming, when, and what to expect?
• Time window accuracy: Are arrival windows narrow and reliable?
• In-home experience: Are delivery teams trained, professional, and ready to assemble, install, or clean up?
• Post-delivery feedback: Are we listening to what customers say, and acting on it?

For leading retailers, these touchpoints are where reputations are made. A great delivery becomes part of the purchase experience, not separate from it.

Delivering furniture in the real world

ANC delivers over half a million furniture and homewares items each year across multiple clients.

When one of these clients – a well-known online-only furniture retail brand – shifted from a traditional multi-carrier model to a dedicated last-mile partner, the focus wasn’t on faster SLAs; it was on better customer and commercial outcomes.

These included:

• Creating high-density delivery runs to lower cost-per-order.
• Using well-trained staff and a branded fleet that aligned with customer expectations.
• Offering value-added services like assembly, in-home placement, and packaging removal.
• Expanding its electric vehicle fleet to support sustainability goals and enhance brand perception.

The result? Rapid growth across NSW, Victoria and Queensland, improved NPS scores, fewer damaged items, and a stronger emotional connection between customers and brand. It proved that experience and efficiency aren’t mutually exclusive – they’re better together.

Balancing cost and customer happiness

It’s tempting to view delivery purely through the lens of unit cost. But a poorly designed experience creates hidden costs: Returns, complaints, missed appointments, frustrated sales teams, and damaged brand trust.

Conversely, providing customers with self-service tools, enhanced visibility, and increased control can reduce support calls, prevent failed deliveries, and save time for internal teams.

One national B2B brand that ANC works with found that enabling these tools not only improved the customer experience, but it also freed up thousands of hours of their sales team’s time, allowing them to focus on growth instead of chasing delivery updates.

Sustainability that connects

Increasingly, customers care not just about what’s delivered, but how. The rise of branded electric delivery vehicles for furniture and homewares has shown that sustainable logistics isn’t just a tick box; it’s a brand-building opportunity.

Customers notice when their new sofa or cabinet arrives in a quiet, clean EV with the retailer’s name on the side. It’s proof that the business walks its talk and acts as a subtle but powerful reinforcement of brand values.

The last mile leaves a lasting impression

The final stretch of a delivery is the ultimate moment of truth. It’s where logistics meets emotion. Get it right, and you turn a transaction into a relationship. Get it wrong, and you risk undoing everything that came before.

In the world of big and bulky delivery, speed alone won’t win loyalty. But thoughtful, well-executed experiences will.

Because when it comes to the last mile – how you deliver is how you’re remembered. Discover more here.