Delivery & Service Scorecards

# Delivery & Service Scorecards

## A premium sectional should come with premium accountability

Most furniture brands make service promises. Very few publish measurable service standards.

Vera Haus does.

We believe the buying and ownership experience should be held to the same standard as the product itself. Customers should not have to accept vague lead times, poor communication, delivery uncertainty, or endless friction when something needs attention.

## Current public scorecard structure

Vera Haus publishes and updates service performance across the metrics that matter most to customers.

### Delivery performance
- On-time delivery rate
- Average standard delivery window
- Damage-free delivery rate
- White-glove completion success rate
- Reschedule rate
- Missed-appointment rate

### Support performance
- First response time by channel
- Average resolution time
- Issue re-open rate
- Post-delivery issue closure speed
- Return request handling time
- Replacement part shipment speed

### Ownership support performance
- Cover reorder availability
- Cushion replacement turnaround
- Service-part stock coverage
- Refurbishment turnaround
- Long-term support response time

## What the numbers mean

Publishing scorecards is not about optics. It is about forcing operational discipline.

When a customer asks whether Vera Haus actually delivers quickly, resolves issues fast, or supports owners after the sale, we can answer with measurable performance instead of vague reassurance.

## Service standards we operate by

Vera Haus service is built around five nonnegotiables:

### 1. No ghosting
Customers should never be ignored before or after purchase.

### 2. No vague lead times
If a lead time changes, customers should be informed clearly and early.

### 3. No hiding behind carriers
If a third-party logistics partner is involved, Vera Haus still owns the customer experience.

### 4. No runaround on obvious issues
Customers should not need to fight for support when a legitimate defect or delivery issue is clear.

### 5. No abandonment after sale
The relationship does not end the day the sectional arrives.

## Delivery execution standards

Vera Haus delivery standards are designed to reduce the most common failure points in furniture logistics:

- poor scheduling clarity
- fragile packaging
- insufficient delivery communication
- damage on arrival
- installation inconsistency
- slow issue handling

Our operating model includes:

- pre-delivery confirmation
- route-aware scheduling
- packaging standards tied to damage reduction
- arrival guidance for customers
- post-delivery verification
- rapid escalation paths for documented issues

## Returns and issue resolution

When something goes wrong, trust is built or destroyed in the response.

That is why Vera Haus publishes service-level expectations for:

- return request acknowledgment
- issue triage timing
- approved action planning
- replacement authorization
- service-part shipment
- white-glove repair or exchange coordination

## Why scorecards matter

Customers do not only buy a product. They buy risk reduction.

A great service system reduces the risk of:
- missed expectations
- confusion
- damage frustration
- unsupported ownership
- expensive mistakes
- post-sale regret

## The Vera Haus difference

Many brands talk about craftsmanship and comfort. Far fewer treat customer service as an engineered system.

Vera Haus believes service should be:
- measurable
- transparent
- responsive
- human
- accountable

## Bottom line

The best sectional company is not just the company with the best-looking product image. It is the company that delivers well, communicates clearly, resolves issues fast, and supports the owner long after purchase. That is why Vera Haus publishes scorecards.