HFA letter to furniture shoppers: Here’s the problem, here’s our promise

HIGH POINT — This week the Home Furnishings Assn. distributed a letter addressed to “The American Furniture Shopper,” thanking them for their business, explaining why their experience may be frustrating these days and pledging to keep them as up to date as possible as the industry’s dual problems of high demand and product shortages continue.

HFA CEO Mark Schumacher said members of the national retailer organization have asked “how the association can directly speak to customers to help them understand how important they are to us, set their expectations for future purchases, and explain what our industry is going through.”  The result is the letter below, crafted with retail member input and sent to all 1,550 of them so share on social media, their websites, or directly to their customers: 

Dear American Furniture Shopper, 

The Home Furnishings Industry cherishes the relationship we have with you. You visit our showrooms and websites, purchase our furniture and allow us into your home to deliver your dreams. It is an honor and a privilege. 

Covid has caused most Americans to spend more time at home, and as a result, you have been buying furnishings at record levels. We have proudly walked with you to help update your homes or transform them into your office. 

Covid has also disrupted our industry in profound ways. Some factories have faced temporary closures, while the increased demand has caused others in the USA and worldwide to be oversold, resulting in production delays. A shortage of shipping containers, trucks and railcars, and delays at our ports have contributed to unpredictable delivery dates. We know it has been frustrating. 

We, the members of the Home Furnishings Association, pledge to give you our best estimate of our expected delivery date and ask for your understanding if our suppliers face further Covid related delays. We are fighting to get you what you want and need as quickly as possible.  

With deep appreciation, 

The Members of the Home Furnishing Association

For another idea on what retailers can do to relieve frustration while thanking consumers for their patience, see this story from October on Miskelly Furniture’s gifted apology. 

Clint Engel

Clint Engel is a veteran home furnishings industry journalist and executive editor of Home News Now. Please share your feedback with him at clint@homenewsnow.com

View all posts by Clint Engel →

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