Gone are the days when you wouldn’t buy a sofa without trying it out first. In the past few years, consumers have become increasingly confident about shopping online – even for big-ticket items like furniture.
By the end of 2009, consumers will spend more than $1.8 billion buying furniture online. Over the next five years, that number is expected to double; with $3.7 billion in online furniture sales projected for 2013.
The Internet is a handy tool for researching options and comparing prices. Many consumers use web sites to pre-shop, then purchase from a brick-and-mortar furniture store in their area. Buying online can be just as easy, if you know what questions to ask:
1. Where are the company's brick-and-mortar stores? If there are none, beware! Any fly-by-night operator can put up a web site that includes photos of furniture, but a physical location demonstrates a level of substantial financial commitment and is a good indicator that you will be able to receive service after the sale.
2. What is the lead time? Don't assume that because you see something online that it can ship tomorrow. Reputable dealers will either show an estimated lead time on the product page or provide you with one shortly after placing an order. As a result of the sluggish economy, stock levels are at historic lows, so it is better to expect to wait, and then be pleasantly surprised with a shorter-than-
3. When will my credit card be charged? The best answer is when your merchandise ships. If there is a long lead time on your order and your credit card is charged at the time your order is placed, you may be billed for the charge before your item ships.
4. How will my merchandise be shipped? Small items may be boxed and shipped via UPS or FedEx, but large furniture is usually shipped by freight carrier. Large pieces should be palletized to reduce the risk of damage – be sure to confirm that your dealer will do that. When your furniture arrives, expect to see an 18-wheeler backing down your cul-de-sac and dropping the pallet curbside. You will likely need the help of a friend to down-stack the pallet and carry your furniture inside. “White glove” inside delivery may be available, but be prepared to pay an additional charge.
5. What is the return policy? A reputable dealer will allow you to return unopened merchandise within a designated period of time. Special orders and sale items are common exceptions. Most dealers will not allow the return of special order items (for example, a chair upholstered in a fabric of your choosing) because they are unlikely to find another buyer who wants the same chair in the same fabric within a reasonably short amount of time. Items that are discontinued or on sale are also likely to be final sales, as they would be in most brick-and-mortar stores. It is usually the customer's responsibility to pay shipping costs in both directions.
