Delivering Seamless Final-Mile Experience for Complex Multi-Box Furniture
A chance meeting with specialist two-person delivery provider AIT Home Delivery at The Furniture Show in January has resulted in a new partnership with children’s furniture brand Kidsaw, strengthening service performance and transforming the end-customer delivery experience.
The decision to switch to AIT Home Delivery — a wholly owned subsidiary of AIT Worldwide Logistics — followed ongoing challenges around missing and damaged items and customer complaints impacting both operational efficiency and customer satisfaction.
Since the partnership with AIT began just a matter of weeks ago, Kidsaw is already reporting a significant and immediate improvement in service performance, with complaint levels dropping to zero within the first six to seven weeks of trading.
Founded in 2006, Kidsaw specialises in imaginative, easy-to-assemble children’s furniture and storage solutions, designed to simplify life for parents. With ranges featuring well-loved children’s characters including The Gruffalo, Peppa Pig and JCB, its products are designed for babies through to young teenagers, and are built around a “jigsaw-style” concept that allows quick assembly without the need for glue, screws or complex fixings.
Operating out of warehouses in Leicester and Nottingham, AIT Home Delivery collects orders in time for overnight or two-day deliveries.
Crucially, AIT now delivers Kidsaw’s signature cabin beds — a flagship product line that arrives in multiple boxes, adding an additional layer of complexity to the final-mile operation. Despite this, Kidsaw has praised AIT for managing these multi-box, high-component deliveries seamlessly, ensuring all parts arrive accurately, on time, and in perfect condition, ready for straightforward customer assembly.
This capability has been central to improving the overall customer experience, eliminating previous issues around damage and misrouting and ensuring a consistently reliable final-mile service.
Matthew Leech, Director of Kidsaw, said: “Since we started working with AIT Home Delivery we have been very pleased with the service. We are a trade-only site with orders placed through third-party customers, and previously our team had been receiving complaints relating to damage or misrouted items.
“Since AIT came on board, those complaints have stopped completely, which is not only better for us as a business, but also better for our customers who ultimately receive the end-user experience.”
He added that the partnership had delivered immediate operational improvements and a noticeably smoother customer journey from dispatch through to delivery which will help support further growth.
Samuel Scott, Sales Director UK & Europe at AIT Home Delivery, said: “Kidsaw has a unique and much-loved offering, with strong demand from parents and children alike.
“It is a business with a proven track record spanning two decades and continued growth ambitions, and we are delighted to support that journey by delivering a final-mile experience that reflects the quality of its products and brand.”
Find out more about AIT Home Delivery here.
