Recently, one of our customers in the U.S. encountered two problems with their order:
- A shortage of items due to loss in transit
- A broken stone tabletop for the buffet
What Happened?
This order involved multiple shipping steps. The goods were first sent from our warehouse to the customer’s warehouse in Guangzhou, then transferred to Huizhou, and finally shipped to the United States. Somewhere during these stages, a few pieces were lost, and the stone dining table top was damaged.
How We Solved It
As soon as the customer reported the issue, we responded promptly:
- We offered free replacement parts for the missing and broken items.
- The customer agreed to cover the shipping cost for the replacements.
Our goal is always to reduce stress for our customers, even if the problem didn’t originate directly from us.
What We Learned
Every issue is a lesson. Here’s what we took away:
- For smoother logistics, it’s better to let us handle the entire shipping process — it reduces handovers and risks of loss.
- We are now even more careful with reinforced packaging, especially for fragile items like stone tops.
At Sorse Furniture, we don’t claim that problems will never happen — but we do promise to take responsibility and offer solutions quickly and fairly.
If you’re looking for a reliable partner in sourcing and exporting furniture from China, we’re here to help — with hands-on service every step of the way.
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