A huge majority (77%) of consumers say they will abandon retailers after a failed big and bulky delivery, according to a recent report from Package.ai, an AI-based customer service tool for the home furnishing industry. 

The March 27 report, “The State of Last-Mile Customer Experience in Home Furnishing Retail,” is based on a survey of more than 1,000 consumers. 

The aim was to gain a deeper understanding of customer expectations and the current state of the last-mile customer experience in the home furnishing sector, which has undergone unparalleled transformations in recent years due to shifts in consumer behavior. 

Retailers are being forced to adapt to the emphasis consumers now put on overall service and last-mile delivery experience over brand loyalty. “The result has been a revolution in last-mile delivery, with a focus on ensuring the warmth and personalized service customers receive in-store extends beyond the point of purchase,” Package.ai said. 

Among the findings, the report notes that 77% of customers are inclined to abandon a retailer following a failed delivery.