In the modern furniture market, customers have more options than ever. But with choice comes expectations. They want shopping to be smooth, convenient, and stress-free. A clunky experience – from confusing websites to poor delivery services – can cost you sales and reputation. In fact, 77% of customers say they wouldn’t return to a retailer after a bad delivery experience.
The ‘easier to buy’ mindset is about removing barriers at every stage of the customer journey. It means creating a shopping experience that feels effortless, whether online or in-store. This approach doesn’t just meet customer expectations – it exceeds them, building loyalty and driving sales in 2025 and beyond. Taken from Enhance XR’s 2025 Trends Report for Furniture Brands, here are five practical strategies to make your furniture brand easier to buy from.
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1. Offer flexible delivery options
Delivery can make or break the buying experience. Customers want options that fit their schedules and lifestyles. Providing choices like next-day delivery, scheduled time slots, or white-glove service can set you apart. Flexible delivery isn’t just about speed; it’s about aligning with the customer’s convenience.
Modern furniture brand Article have overhauled their approach to delivery by bringing logistics management in-house. This approach enables greater control over delivery quality and timing, creating a seamless customer experience. In addition, the tighter feedback loop this creates helps them iterate on the purchasing process and create positive customer experiences.
Flexibility is a key aspect of this strategy—offering delivery windows, click-and-collect options, or on-the-spot assembly adds significant value. According to research by PwC, 43% of customers are willing to pay more for greater convenience. As such, if white-glove service or scheduled delivery timings are the differentiating factor between brands when customers are making purchasing decisions, the commercial benefits of investing in delivery excellence are obvious.
Beyond flexibility, quality matters too. On-the-spot assembly ensures that customers can start enjoying their furniture immediately without the stress of setup. This aligns with the broader goal of making the entire purchase journey—from selection to setup—frictionless, convenient, and satisfying.
"Success in the furniture trade today requires a combination of technological adaptability, a commitment to sustainability in materials, production processes, and certifications, and a customer-centric approach.”
-Pablo Romero Cerdido, Brand & Contract, Muebles Romero
2. Implement 3D and AR tools
Digital tools like 3D configurators and AR are revolutionizing how customers shop for furniture. They help customers visualize how products will fit in their spaces and personalize options before making a purchase. This technology reduces uncertainty, increases conversion rates, and lowers return rates.
3D configurators empower shoppers to explore options like fabric, finishes, and sizes in real time. They’re proven to boost conversion rates by up to 200% compared to static images, helping customers feel more invested in their purchases. AR, on the other hand, allows customers to virtually place furniture in their own spaces, assessing for fit and aesthetic match. Research shows consumers are up to eleven times more likely to buy furniture when they can use AR tools as part of the purchase process.
Virtual showrooms extend this experience by replicating – and in many cases surpassing – the benefits of in-store shopping. Customers can explore full collections, rotate products, and access detailed specifications from home. This not only eliminates barriers like store proximity but also engages customers longer, increasing confidence and reducing returns.
ByLogstrup, Denmark’s leading outdoor kitchen brand, demonstrated the power of these tools by using AR and 3D configurators to grow sales and expand internationally without the need for physical showrooms. Their successes included:
- A boost in purchase confidence, resulting in a significant increase in sales, driven by enabling customers to visualize and personalize products.
- Without the need for physical showrooms, ByLogstrup was able to expand its reach into Germany and other international markets.
- 3D configurators reduced the need for back-and-forth consultations, streamlining the sales process and freeing up staff to focus on other priorities.
- By empowering customers to see exactly how their kitchens would fit in their spaces, the company was able to reduce returns and improve customer satisfaction.
“Frankly, I’m amazed that none of our competitors have used this technology.”
- Henrik Midtgård Hansen, Co-Founder, ByLogstrup
3. Simplify returns
Returns shouldn’t feel like a burden; for shoppers, they should be as straightforward as the purchase itself. A simple return policy entices buyers, reduces purchase hesitation, and turns a potentially negative interaction into a trust-building opportunity, with brands offering flexible exchange and returns policies, such as up to a full year of product trial.
What’s more, returns are a major touchpoint for customer retention. A study by the National Retail Federation found that that 67% of shoppers would avoid shopping with a retailer again after a negative return experience. A simple, flexible, and straightforward returns process reassures customers, especially when buying high-ticket items like furniture.
But as convenient as free and flexible returns may be, they still come at a cost. Data shows that at least 30% of all products purchased online are returned, costing retailers an estimated $400 billion annually in the United States alone, according to National Retail Federation figures. And this doesn’t even account for the environmental impact of reverse logistics and wasted resources. Among the most common reasons shoppers return products are:
- Unsatisfactory fit (65%)
- Item dislike on receipt (44%)
- Inaccurate product description (31%)
Taking this data into consideration, environmentally conscious brands that offer flexible returns should also take preventative measures to minimize their negative impact. Instead of using low-resolution static imagery and relying on old-school measurements, 3D visualization and augmented reality technology offer brands an ideal way to more accurately represent the look and feel of the physical product and avoid consumer disappointment.
4. Use video chat and virtual consultations
Convenience might drive online shopping, but human interaction remains critical for high value purchases like furniture. Video chat and virtual consultations can bring a human touch to online shopping, allowing customers to connect with staff in real time, ask questions, and receive tailored recommendations.
Data from McKinsey shows that 76% of buyers prefer digital self-serve remote human engagement over in-person visits in B2B transactions, and this is particularly true for large or complex purchases like furniture. However, it’s a trend that extends across the different spheres of the furniture market, with brands like Loaf, Hutch & Home and DFS adding the video chat option to their offer.
In the latter case, the benefits have been significant. DFS reported a 15% increase in average order value and a 90% customer satisfaction score after implementing this service. This tool allows customers to explore options more thoroughly, ask detailed questions, and gain confidence in their decisions without needing to visit a store.
By integrating video chat, furniture retailers expand their reach, providing accessibility to those who may be geographically distant or prefer the convenience of online shopping. This creates a seamless and reassuring shopping experience that mirrors the value of in-store expertise.
5. Create connected brand experiences
Creating connected brand experiences is vital for furniture retailers aiming to meet consumer expectations in 2025. Today’s customers expect seamless transitions between online and offline channels, demanding unified experiences that blur the lines between digital and physical spaces, and tools that empower them to shop on their terms.
Omnichannel integration ensures that customers can start a purchase in one channel and complete it in another without losing progress. Similarly, a seamless and consistent customer journey across touchpoints such as web platforms, social media channels, and in-store displays encapsulates the ‘easier to buy’ mindset.
For furniture brands, building these connections is a worthy investment, as a convenient and integrated online-offline experience not only drives higher online conversions but also results in higher sales overall. Internal data from Google shows that omnichannel strategies drive 80% higher store visits. On the other hand, inconsistent purchasing journeys and disjointed handoffs create frustration and lower cart conversion rates
Successful omnichannel strategies not only increase sales but also improve customer loyalty. By ensuring consistency across channels, brands can create a frictionless shopping experience that strengthens trust and long-term relationships with customers.
Make ‘easier to buy’ your goal for 2025
Creating an ‘easier to buy’ experience isn’t just about meeting expectations. It’s about standing out in a crowded market by making every interaction smooth, convenient, and customer-focused. By adapting these proven and practical strategies to your furniture business, you can make it easier than ever for customers to do the thing that matters most: click ‘buy’.
