What should I ask about a furniture store’s delivery and assembly team?

For many furniture stores, the delivery crew is the last person a customer sees. Start by asking how the team is set up: employees, independent contractors or a third-party service. The answer affects insurance, liability, pay and how easily you can change things. Ask your lawyer and accountant to review the arrangements before you commit to anything, since a poorly set up crew can create costs later.

Next, look at the equipment and process. Who owns the trucks, dollies and tools, and what is their condition? How are deliveries booked, and how do customers learn their time window? Ask for records of damage claims, missed appointments and complaints, and how each was resolved. Online reviews often tell a more candid story than the seller will.

Then ask about people. Is there a lead who knows every route, building and tricky stairwell? Would they stay with a new owner, and on what terms? An experienced crew can keep the whole store running, while a gap in the team leads to late deliveries and poor reviews. Finally, ask how often the team is short-handed in the busy weeks, and who fills in. If the seller helps personally, plan how you would replace that work.

Key takeaways

• Find out whether the crew are employees, contractors or an outside service.
• Review damage, delay and complaint records and how they were resolved.
• Learn which team members will stay after the sale.