Our Mission: Best-In-Class Customer Service

hepdirect was founded on the fundamental belief that great customer satisfaction can go hand-in-hand with furniture delivery. It’s the foundation of our mission:

“To provide premium in-home delivery services nationwide for furniture retailers and manufactures that helps to strengthen their core business and build brand loyalty through the highest customer service standards.”

When Keith Hewitt founded the company in 2004, he recognized the enormous opportunities in the industry for a new direction in how furniture is shipped, tracked and delivered. What manufacturers and retailers were looking for was an innovative company that could take the worry and guesswork out of delivering their merchandise on time, intact, to their customers throughout the United States.

hepdirect has stepped into a fragmented industry with new ideas and solutions to shorten delivery times, reduce returns and bring greater profitability to manufacturers and retailers. But we’ve kept our mission at the core of every one of these innovative solutions. We never stop thinking about the customer—your customer—and our solutions are focused on increasing customer satisfaction at every step in the delivery process.

• Reliable equipment and delivery teams: Our nationwide fleet of up-to-date trucks is owned and operated by hepdirect. We don’t employ agents. If they’re not wearing our hepdirect standard uniforms, they’re not employed by us.
• Best-in-class customer service reps: Our customer relationship team is trained to handle all questions, from manufacturers and retailers to the end customer.
• Reduced customer service issues: We scale quickly to manage and resolve any delivery issues to maintain a high level of customer satisfaction.
• Ability to easily share data: Customers, manufacturers and retailers have easy online access to order and delivery status, as well as access to phone and email support.
• Timely communications: Order inquiries or support issues never fall into a “black hole.” To maintain our high level of customer satisfaction we ensure all support and delivery questions are quickly answered.
• Managed returns and repairs: Our teams take the guesswork out of your furniture returns and repairs by providing a systematic approach to managing these logistics.
• Increase efficiencies with technology: We integrate solutions into a seamless enterprise-wide system with access to all stakeholders in the supply-and-demand chain.

Contact us today to learn about hepdirect's innovative solutions and customer service, or call us at 1-800-924-4244.