Delivery of your Top Furniture order

If you are reading this post then you might have already placed an furniture order with us or are considering doing so soon. The information below explains what to expect starting from the order placement stage through to final delivery of your new furniture order.

Overview

We do not charge you to have your furniture delivered if you live in a standard UK postcode area.  We try to run Top Furniture as efficiently as possible but we realise how important it is to offer a strong delivery service so we refuse to cut any corners in this area.  We use our own in house team of staff to ensure that deliveries are planned efficiently and run smoothly and that all of our customers get to speak to one of our own employees to get them booked in for delivery.  Many of our competitors outsource their delivery service to third party companies which makes it much harder to manage the quality of the delivery service as the people delivering your order don't actually work for the company that you paid for your furniture.  By using our own staff we have full control of the full delivery process and have any easy line of communication with our 2 man delivery teams on the day of delivery to step in where needed and make quick decisions to try and avoid a negative customer experience if a problem develops on the day.

*screenshot of our planning software.

Managing a huge number of deliveries in house is no small task and planning over 10,000 deliveries per year throughout the U.K doesn’t come without headaches. We use our own 3.5 tonne long wheel base delivery vans and employ our own delivery drivers and drivers mates which enables us ensure that all of our customers get the personal delivery service that they deserve.  We strive to exceed the expectation of our customers where possible and we try extra hard to offer a great delivery service and experience to all of our customers in the hope that we will exceed their expectations and they will consider us in the future for repeat purchases and recommendations to friends and family.

*typical example of one of our 3.5t long wheel base delivery vehicles

So what should I expect once I have placed my order?

Once you have placed your order with us a copy of the order will be emailed to you as confirmation.  If everything is immediately available from stock then your order will be sent straight through to our planning team who will make a start on getting your delivery planned for a date when we next have a vehicle in your area with space available on it.  If an item on your order is not currently in stock and on back order with a pre order date showing on the product page then this will be marked in red on your order confirmation page and the delivery will start to be planned once the goods have arrived into our warehouse.

We aim to deliver all orders within 15 working days although many customers take delivery a lot sooner if we already have deliveries planned in your area and there is enough spare space left on the vehicle van.

A member of our planning team will call you around 7 days prior to delivery to confirm a few details regarding your delivery and to double check your address and contact details and if there are any obstructions that we need to be made aware of that might make delivery more tricky.  We don’t send out automated messages to advise of delivery like some online retailers and you will speak to a member of our own in house delivery team on the telephone when getting booked in.

You will be given the date of delivery along with a 3 hour time window and it would be really helpful (particularly if living in a named property or new housing development) if you could please give us some landmarks or points of interests – a what3words address would also be really helpful if you know it. https://what3words.com/

If our planning team are struggling to get hold of you via telephone then they will email you directly so please keep an eye open for an email from deliveries@topfurniture.co.uk and if you get a missed call from a 01889 number then please try and give them a call back if possible to confirm everything directly with them.

What will happen on the day of delivery?

Our delivery team will be on the road early on your day of delivery to ensure that all of their customers get their new furniture as promised - often leaving our distribution centre in Staffordshire around 3am to get to their furthest delivery drop for 7am sharp.

7am may seem very early but it allows us to miss a good majority of rush hour traffic and to keep on top of our delivery time windows.

The only contact that you will receive from our delivery driver / mate is if they are going to be outside the 3 hour window you have been given by our planners so please don’t worry if you don’t hear anything else – you can assume all is running as planned.

Upon arrival, our team will place your items in a ground floor room of your choice. Delivery to an upstairs room is completely at the discretion of your delivery team on the day as they will need to carry out a risk assessment and consider Health and Safety implications and the risk of damage to your property. All items will arrive fully assembled with the exception of the following items which unfortunately wouldn’t fit through a front door were they to be delivered assembled.

We have helpful “How to” videos (coming soon) on the below links showing how to self-assemble these items:

·       Wardrobes

·       Tables

·       Beds

Should our delivery drivers agree to take your items upstairs, then they may request you to sign a disclaimer form advising that they will not be responsible for any damage that may occur as a result.

Our team are unable to take the boxes and packaging away with them as you will need these in the unlikely event that you wish to return any of your items.

Before leaving, all we need from yourself is a signature to confirm that the delivery has been received. Please don’t worry about having not checked your items at this stage, as you are only signing to say that the delivery has been made – we fully understand that the items don’t get checked until they are unpackaged.

And finally

Our delivery drivers work really hard and do a fantastic job. Without them and their dedication we wouldn’t be able to offer a free delivery service. Chances are that when they arrive at your property they have been on the road since around 3am so please be nice to them.

Now that your furniture has been delivered, we really hope that you are happy with what you have purchased and get years of enjoyment out of it!!

Any other questions?  Please talk with our friendly delivery team on 01889 560999 and they will be happy to answer any further questions that you may have.